Warning

[Mike_dup1]

Be very careful ordering anything from the Dell Stores. I have a big mess going on over there. I ordered some accessories for my Magellan Crossover GPS and the scheduled ship date is in December for a cigarette plug adapter. There was nothing to indicate any backorder when I ordered but when I did not receive an email acknowledgment, I went to my account and found the ship to dates and the statement below and no way to cancel the order but thru telephone.

All their customer service is run from India and it take days to cancel an order, it you can. Their customer service is a mess. From the little bit I gathered they are talking orders for products to be shipped from other sources and those sources are counting on other sources and so on.

Be warned, they are having big problems delivering orders.

Quote:

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Dell has seen a very positive response to our new product launches. Due to supply constraints, shipments of some orders are delayed. We assure you our teams are working around the clock globally to decrease the number of orders affected. We regret any inconvenience this may be causing our customers and certainly appreciate your patience. We are working hard to ensure your order meets your specifications and our high quality standards. Should an unanticipated delay occur, we will contact you to let you know. At any time you can check the status of your order by clicking on the Order Status page.

Thank you for your patience and for choosing Dell!

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Quote:

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Thank you for your response.

I understand that you are concerned about the cancellation of the order number xxxxxxxxxxx. I apologize for the inconvenience caused to you. Let me help you out.

I have gone through the records under the order number xxxxxx and it shows that this order was already cancelled as per your request on September 12, 2007. I apologize for the typographical error made by my colleague where he mentioned ?I have gone ahead and sent a request to our vendor not to cancel the above mentioned order?. I apologize for this mistake on his behalf.

Please accept my sincere apology for the difficulties you have encountered when attempting to resolve your concern. However, we do realize that only our future interactions can restore your confidence in us completely. I would like to assure you that your experience is unusual. Dell's intention is to provide every customer with an experience that is both satisfying and enjoyable.

I have forwarded your concern to the management and I assure you that they would look into this concern and would work on making improvements based on your feedback.

I assure you that your situation is not indicative of the quality service Dell is capable of providing. I sincerely appreciate your taking the time to share your experience with us. Your comments are very important to us and will assist in making improvements.

Thank you for giving us the opportunity to assist you. Your case number for this interaction is xxxxx.

If you require further assistance, please feel free to visit our Online Customer Care Center at:

http://support.dell.com

Thank you again, for contacting Dell Online Customer Care.

Respectfully,

Vikram Thakur

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[Pablo]

At least in India they know what they are doing!!

check out my dishwasher mess with Sears..... some MBA probably set these systems up with a marketing guy....."Hey man, I've done the study and it makes total sense to keep the .com side away from the phone sales side and away from the in store sales"...."And in fact we can triple the profit if the databases are totally separate". "yeah cool, then marketing can focus on these groups and sales will make a killing"

We have found the enemy....and it's nearly too late.

 

[ToyotaNSaturn]

It seems like everything is on backorder, not just from Dell, but from Apple and HP, too.

We ordered an M1330 in July and cancelled the order this month as the back order was taking too long. I convinced the guy to get a 15" MacBook Pro, with the back-lit LED screen (NICE!), that's taken 2 weeks.

The guys who buy HP here are reporting long delays, too.

And more about Dell's "estimated delivery time"...it's complete B.S. for anything that's outside of the usual J.I.T. scope. We placed an order for a D830, back in August, the delivery time said mid-September, it was in our hands in less than a week. My gut feeling is that "estimated delivery time" is a calculation based on J.I.T. parts delivery and is prone to being far away from reality.

 

[Mike_dup1]

The items I ordered are not even in stock with the mfg. Magellan, yet Dell is letting customers order them without alerts of the back orders. I went to Magellan's site and found the items I ordered are on national back order with no eta.

 

[Mike_dup1]

Here is part of another notice I just got.

This order has been canceled due the following reasons:

* Per your request
* Cancellation legally required due to failure to obtain your consent to delay